Patient and Family Care Liaison

Job description

Job Requirements
Role Overview
The Patient and Family Care Liaison at the University of Maryland Medical System (UMMC) serves as a key link between patients, families, and healthcare providers. The position supports daily operations of the assigned unit or department by ensuring clear communication, high-quality service, and a positive patient experience in a culturally diverse environment.
Key Responsibilities
Greeting and Orientation: Cordially greet families and visitors upon arrival, orient them to unit processes, and review patients’ rights and responsibilities, including management of belongings.
Relationship Building: Develop strong, professional relationships with patients, families, physicians, and staff to ensure consistent, high-quality care.
Customer Service: Anticipate and meet the needs of families in waiting rooms and patient rooms; maintain excellent service in a fast-paced, dynamic environment.
Communication Coordination: Answer call bells, communicate patient/family needs to nursing staff, and offer comfort items such as blankets or linens.
Sensitive Situations: Coordinate communications in delicate or stressful situations; manage requests from patients, families, visitors, physicians, and staff while adhering to hospital policies.
Emotional Support: Provide empathy, emotional safety, and psychological support during challenging times.
Advocacy and Education: Advocate for patient needs, facilitate understanding of treatment plans, and educate families on hospital policies, resources, and care coordination.
Compliance and Safety: Maintain confidentiality, comply with HIPAA, and uphold safety and regulatory standards.
Team Collaboration: Work effectively within a multidisciplinary team, including nursing, social work, and other departments.
Qualifications
High school diploma or equivalent; hospital or healthcare customer service experience preferred.
Strong communication, interpersonal, and problem-solving skills.
Ability to handle multiple tasks in a fast-paced environment.
Emotional maturity, positive attitude, and professional demeanor.
Knowledge of patient rights, healthcare systems, and service recovery strategies.
Work Environment
The role is full-time, based in Baltimore, MD, and involves direct patient and family interaction, teamwork, and adherence to hospital policies. It requires a compassionate, culturally sensitive approach and the ability to remain calm under pressure.
This position is essential for enhancing patient satisfaction, supporting families, and ensuring smooth, coordinated care delivery at UMMC.
Work Experience
To work as a Patient and Family Care Liaison at the University of Maryland Medical Center (UMMC), you’ll need a combination of basic education, customer service experience, interpersonal skills, and adaptability .
Education & Minimum Requirements
High school diploma, GED, or equivalent
• 1 year of customer service experience is required; hospital or healthcare setting experience is preferred.

Core Skills
Customer service — ability to answer questions, give directions, and explain hospital policies and procedures
Interpersonal and verbal communication — courteous, resourceful, and efficient in interactions.
Guest relations — positive, enthusiastic, and professional demeanor when dealing with patients, families, and visitors.
Emotional maturity — remain calm in stressful or emotionally charged situations, control emotions in challenging interactions.
Problem-solving and listening skills — adapt communication style to fit the situation, demonstrate empathy and non-judgment
Teamwork — ability to handle multiple tasks in a fast-paced environment and work collaboratively.
Technical & Operational Skills
Computer skills — basic use of computers; training provided for EPIC (hospital information system) applications.
Phone etiquette — ability to operate a multi-line telephone console professionally.
Key Responsibilities Linked to Skills
Greeting and orienting families and visitors, explaining rights/responsibilities, and managing patient belongings.
Anticipating needs in waiting rooms and patient rooms, ensuring culturally sensitive service.
Coordinating communications during delicate or stressful situations.
Acting as a role model for customer service behaviors.
In short, UMMC seeks candidates who are service-oriented, emotionally resilient, and able to communicate effectively in a fast-paced, patient-focused environment, with a strong foundation in customer service and healthcare settings.